Once we responded via email he said “I would need to verbally speak with you regarding your concerns.” – this opens up AT&T to the same offer-renege that was previously done.

AT&T needs to resolve our issue in writing. We look forward to updating this story as it develops.

AT&T made an offer to move expired pre-paid minutes to a new sim card and start fresh. Once we agreed to the offer, they reneged and said they might only be able to recover 50%. A certified letter has been sent to AT&T regarding this. Because of this reneged offer, we have requested all customer service on this issue be done via email so we have a paper trail as opposed to the phone call where it was not recorded by us, and thus there is no proof.

AT&T is currently refusing to deal with this in a manner that will leave a paper trail and keep them accountable to the offers they make.

AT&T’s Donato Arteaga is refusing to put anything in writing.

We are continuing to get ‘canned responses’: “My apologies for your inconvenience I would need to verbally speak with you regarding your concerns. Is there a good time you can be reached at and or you could call me?” – we received this twice.

We look forward to updating this story as it develops.

Update: 11:37am 2/11 : latest email to Donato:

“This has been spent to AT&T’s media relations. Because of the prior broken agreement ‘over the phone’ I am requesting any action be done in writing over email as you have stated clearly that email is an option. As i stated nothing new or different from my certified letter, you cannot counter and say ‘now that I have reviewed your case, we need to talk’ – I have not presented any new information or any new desire on resolution that you could not have seen reading my original certified letter. If you say “

If you prefer, you can call me directly at 806.758.6580 or email me atda5947@att.com.” then you are stating email is an option to resolve this. You said “If you prefer…email me at…” and I prefer to email. “